Group Project Due Thursday 06/04/09 Narrative Knight Bank, Inc is a local bank that provides personal banking, investing services, small businesses and commercial banking. Upon entering a branch, the customer is greeted by a Customer Service Representative. The representative asks the customer the purpose of the visit in order to direct the customer to the appropriate personnel. The customer tells the representative the services they are interested in. Customers needing to deposit or withdraw money from personal accounts are sent to the teller. Customers needing other services are directed to the lobby.
If the customer receives fee-based services from the bank (i.e. notary, foreign money exchange, funds transfer, certified checks) an invoice must be generated. The bank employee requests bank account information from the customer in order access the billing information. The customer provides bank employee with bank account information. The system displays the customer account and services information to employee. The employee inputs the services performed for the customer and the employee verifies the services received and the amount the customer will be charged. The system generates an invoice for the correct amount. The system updates the accounts receivable database once the invoice is generated.
As a customer service oriented company, the bank makes a strong effort to collect data from the customers to measure customer satisfaction of the services received. After the customer has left the lobby, the bank employee queries the customer information database to see if the customer has been surveyed within the last 90 days. If not, the system sends an email survey to the customer. Customers return completed surveys to the bank via email. After the customers return their completed survey, a bank employee enters the survey data into the customer feedback database for evaluation, indicating whether or not each response included a complaint.
If a survey includes a customer complaint, the database notifies the Customer Service Department to handle the customer complaint. A customer service representative is required to follow up on the complaint within two business days. The CSR then places a phone call to the customer to resolve the situation. Once a solution is reached, the CSR inputs the results into the system indicating that the issue has been resolved. A/R is updated if CSR has decided to waive certain fees in order to please the customer.
Concierge Level-0 DFD
Group Project Due Thursday 06/04/09
Narrative
Knight Bank, Inc is a local bank that provides personal banking, investing services, small businesses and commercial banking. Upon entering a branch, the customer is greeted by a Customer Service Representative. The representative asks the customer the purpose of the visit in order to direct the customer to the appropriate personnel. The customer tells the representative the services they are interested in. Customers needing to deposit or withdraw money from personal accounts are sent to the teller. Customers needing other services are directed to the lobby.
If the customer receives fee-based services from the bank (i.e. notary, foreign money exchange, funds transfer, certified checks) an invoice must be generated. The bank employee requests bank account information from the customer in order access the billing information. The customer provides bank employee with bank account information. The system displays the customer account and services information to employee. The employee inputs the services performed for the customer and the employee verifies the services received and the amount the customer will be charged. The system generates an invoice for the correct amount. The system updates the accounts receivable database once the invoice is generated.
As a customer service oriented company, the bank makes a strong effort to collect data from the customers to measure customer satisfaction of the services received. After the customer has left the lobby, the bank employee queries the customer information database to see if the customer has been surveyed within the last 90 days. If not, the system sends an email survey to the customer. Customers return completed surveys to the bank via email. After the customers return their completed survey, a bank employee enters the survey data into the customer feedback database for evaluation, indicating whether or not each response included a complaint.
If a survey includes a customer complaint, the database notifies the Customer Service Department to handle the customer complaint. A customer service representative is required to follow up on the complaint within two business days. The CSR then places a phone call to the customer to resolve the situation. Once a solution is reached, the CSR inputs the results into the system indicating that the issue has been resolved. A/R is updated if CSR has decided to waive certain fees in order to please the customer.
EA Table
Context
Level-0 DFD
Level-1 DFD
Flow Chart